Core Function:
This role will be expected to handle high-stress situations involving problem diagnosis and client relationship management. This role serves as the liaison between assigned support areas and other areas of technology to ensure quick and efficient resolution of any problems. A key area of responsibility is resolving client technology-related problems in areas supported.
Essential Duties & Responsibilities:
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.
- Troubleshoot any problems or issues that arise with Windows and Macintosh desktops/laptops from the network drop to the desktop/laptop excluding security patches/updates;
- Respond to alert notification or escalation of an issue from members of the VACO ITSS team, determining the probable cause of the issue and taking appropriate intervention actions to restore the Windows and Macintosh desktop/laptop to operational status.
- Support the Mac operating system and various Apple tools and applications;
- Provide operating system updates for Macintosh desktops/laptops;
- Provide graphical user interface-level assistance with Mac OS X Server configuration and server administration;
- Support MAC in Windows XP environment (virtual); also Mac OS, including the Mac OS X Server and Server Essentials.
- Document any troubleshooting and corrective actions taken to resolve Windows and Macintosh desktop/laptop issues in the Help Desk system;
- Add virtual desktop client to Office 2007 / Office 2010;
- Load and reload, configure, and update anti-virus and virus scan software on desktop/laptop as required;
- Assist with identification and remediation of Windows and Macintosh desktop/ laptop already infected with computer virus;
- Assist with creation and distribution of "clean-up kits" (including instructions and other user documentation) for Windows and Macintosh remote laptops;
- Load, configure, and update Virtual Private Network (VPN) and RESCUE software on desktop/laptop as required;
- Assist with creation of a knowledge base of problem remediation;
- Disconnect and/or reconnect desktop and peripherals in support of office moves within the Clients Campus; and
- Assist in the creation of IT customer support notices and alerts, both verbal and written, on an as needed basis.
Supervisory Responsibilities:
Minimum Knowledge, Skills and Abilities required:
- Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.
- Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user.
- Must possess exceptional written and verbal communication skills (in English).
- Ability to quickly learn and acquire expertise in client's custom applications.
- Self-starter, strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.
- Knowledge of CA USD preferred -- experience with similar ticket-tracking/request system workflow tool considered.
- Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
- Team player who is invested in and strives to maximize team/department performance.
Physical and Mental Demands
The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.
- The ability to lift and move 35 pounds.
Mental Demands
While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.
General office environment
Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.
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